Folheto de treinamento

Cover OTRS Training

Programa de Certificação OTRS

Torne-se um Administrador OTRS certificado e registre-se no nosso Programa de Certificação OTRS!

Icon_Certification Program

 


Datas

Treinamentos na Europa 2018

Data Localização Língua Status
OTRS Administrator Training Jan 22 – 25 Straubing / DE DE lugares disponíveis
OTRS Administrator Training Feb 05 – 08 Oberursel (near Frankfurt a.M.) / DE DE lugares disponíveis
OTRS Expert Training Feb 26 – 27 Oberursel (near Frankfurt a.M.) / DE DE lugares disponíveis
OTRS Expert Training Processmanagement Feb 28 – Mar 01 Oberursel (near Frankfurt a.M.) / DE DE lugares disponíveis
OTRS Administrator Training Mar 26 – 29 Cologne / DE DE lugares disponíveis
OTRS Administrator Training Apr 16 – 19 Bolzano / IT IT lugares disponíveis
OTRS Administrator Training Apr 23 – 26 Straubing / DE EN lugares disponíveis
OTRS Administrator Training May 14 – 17 Straubing / DE DE lugares disponíveis
OTRS Administrator Training Jun 11 – 14 Berlin / DE DE lugares disponíveis
OTRS Administrator Training Jul 09 – 12 Oberursel (near Frankfurt a.M.) / DE DE lugares disponíveis
OTRS Bootcamp Aug 06 – 10 Straubing / DE DE lugares disponíveis
OTRS Administrator Training Sep 10 – 13 Hamburg / DE DE lugares disponíveis
OTRS Administrator Training Oct 22 – 25 Oberursel (near Frankfurt a.M.) / DE EN lugares disponíveis
OTRS Expert Training Nov 05 – 06 Oberursel (near Frankfurt a.M.) / DE EN lugares disponíveis
OTRS Expert Training Processmanagement Nov 07 – 08 Oberursel (near Frankfurt a.M.) / DE EN lugares disponíveis
NEW:OTRS Developer Training (Frontend) Nov 12 – 13 Oberursel (near Frankfurt a.M.) / DE DE lugares disponíveis
OTRS Administrator Training Dec 03 – 06 Straubing / DE DE lugares disponíveis

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Treinamentos em América do Norte 2018

Data Localização Língua Status
OTRS Administrator Training Mar 12 – 15 Phoenix, Arizona / USA EN lugares disponíveis
OTRS Administrator Training tba. Richmond, Virgina / USA EN lugares disponíveis

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Treinamentos em América Latina 2018

Data Localização Língua Status
OTRS Administrator Training Mar 05 – 08 tba. / Costa Rica ES lugares disponíveis
OTRS Administrator Training Mar 20 – 23 São Paulo / BR PT lugares disponíveis
OTRS Administrator Training Jun 19 – 22 Rio de Janeiro / BR PT lugares disponíveis
OTRS Administrator Training Jul 04 – 07 tba. / Mexico ES lugares disponíveis
OTRS Administrator Training Sep  03 – 06 tba. / Argentina ES lugares disponíveis
OTRS Administrator Training Sep  11 – 14 São Paulo / BR PT lugares disponíveis
OTRS Administrator Training Sep  18 – 21 Fortaleza / BR PT lugares disponíveis
OTRS Administrator Training Nov  06 – 09 Curitiba / BR PT lugares disponíveis

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Treinamentos em Ásia 2018

Data Localização Língua Status
OTRS Administrator Training Jan 18 – 20 Xi’an CN lugares disponíveis
OTRS Administrator Training Mar 15 – 17 Shanghai CN lugares disponíveis
OTRS Administrator Training Mar 22 – 24 Xi’an CN lugares disponíveis
OTRS Administrator Training Apr 19 – 21 Beijing CN lugares disponíveis
OTRS Administrator Training May 17 – 19 Shenzhen CN lugares disponíveis
OTRS Administrator Training May 24 – 26 Xi’an CN lugares disponíveis
OTRS Administrator Training Jun 21 – 23 Shanghai CN lugares disponíveis
OTRS Administrator Training Jul 19 – 21 Beijing CN Seats available
OTRS Administrator Training Jul 26 – 28 Xi’an CN lugares disponíveis
OTRS Administrator Training Aug 16 – 18 Shenzhen CN lugares disponíveis
OTRS Administrator Training Sep 06 – 08 Xi’an CN lugares disponíveis
OTRS Administrator Training Sep 13 – 15 Shanghai CN lugares disponíveis
OTRS Administrator Training Sep 18 – 20 Beijing CN lugares disponíveis
OTRS Administrator Training Nov 15 – 17 Shenzhen CN lugares disponíveis
OTRS Administrator Training Nov 22 – 24 Xi’an CN lugares disponíveis
OTRS Administrator Training Dec 13 – 15 Shanghai CN lugares disponíveis

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Conteúdo

Treinamento: Administrador OTRS

Oferecemos treinamentos OTRS Help Desk para administradores Linux/Unix. Estas sessões de quatro dias permitem aos administradores o desenvolvimento das capacidades críticas necessárias para a instalação, customização, e manutenção de uma solução de classe empresarial OTRS Help Desk.

Conteúdo

Dias 1 a 3 – Módulo 1: OTRS Help Desk

  • Instalação, backup e restauração do OTRS
  • Configuração de sistema
  • Administração de usuários e gestão de permissões
  • Desenho de filas e estruturas de autoridade para mapeamento organizacional de serviços
  • Administração de módulos de frontend
  • Mudanças

Dia 4 – Módulo 2: Gestão de Processos OTRS

  • Terminologia e elementos
  • Criação de processo de exemplo
  • Importação e Exportação
  • SysConfig (Gestão de Processos)

Pré-requisitos

  • Noção básica de arquitetura de software baseado em web
  • Proficiência em Unix/Linux (z.B. LPIC1)
  • Conhecimento prático de protocolos (SMTP, POP3, HTTP, FTP)
  • Noções básicas de SQL
  • Conhecimento prático aceca de funções e estrutura de serviços de diretório
  • Experiência na utilização de editors (UltraEdit, VI, VIM)
    Capacidade de configuração de web (Apache2 e servidores de email)

Treinamento: Expert OTRS

O Treinamento: Expert OTRS é recomendado a todos administradores que já possuam um conhecimento superficial do OTRS e queiram obter um know-how mais extenso. Este seminário, ao longo de dois dias, explora possibilidades específicas de configuração e opções avançadas de administração.

Conteúdo

  • Migração manual
  • ACL – Listas de controle de acesso
  • Configurações avançadas de LDAP
  • Parametrização de filtros postmaster
  • Sysconfig avançado, criação de dashlets e calendários
  • Configuração de Webservices, criação/atualização de tickets através de scripts PERL
  • Automação de tickets

Pré-requisitos

  • Treinamento de Administrador OTRS
  • Seis meses de experiência na função de administração OTRS

Treinamento: Treinamento OTRS Expert Gestão de Processos

O Treinamento: Treinamento OTRS Expert Gestão de Processos é a adição perfeita ao Treinamento OTRS Expert, sendo adequado a todos os administradores que já desenhem processos com o OTRS de modo prático. Este seminário, com a duração de dois dias, será focado especificamente na utilização e interação de componentes individuais OTRS, com as melhores vantagens. Especialmente, obterá uma visão intensiva em termos de cenários operacionais aplicáveis às funcionalidades da Gestão de Processos OTRS.

Conteúdo

  • Criação de processos de teste com recurso a loops e ramificações
  • Campos Dinâmicos
  • Atividade + Diálogo de Atividade
  • Transição + Ação-Transição
  • Desenho de Processo
  • Parâmetros de sysconfig
  • Processos de Importação/Exportação
  • E mais.

Pré-requisitos

  • Treinamento: Administrador Help Desk OTRS (Unix/Linux)
  • Seis meses de experiência na função de administração OTRS
  • Manipulação rotineira de processos simples

Treinamento: Administrador OTRS::ITSM

O Treinamento: Administrador OTRS::ITSM, executado pelos nossos consultores certificados em ITIL, permite que administradores rapidamente se tornem experts e utilizem estas capacidades de modo a permitir uma gestão de classe empresarial em infraestruturas de TI complexas. Esta sessão, de um dia, fornece aos administradores conhecimento aprofundado e capacidades necessárias para a instalação, configuração, customização e manutenção de ITSM, incluindo a utilização eficiente de um CMDB integrado. Este modulo de treinamento, é recomendado em conjunto com um Treinamento: Administrador OTRS.

Conteúdo

  • Uso e administração adicional de funcionalidades específicas ITSM.
  • Frontend de administrador OTRS::ITSM
  • Serviços, Ativos e Gestão de Configuração (CMDB)
  • Gestão de notificação
  • Criação de mudanças (Básico)

Pré-requisitos

  • Treinamento: Administrador OTRS
  • Bons conhecimentos de arquitetura de software baseado em Web
    Familiarização com melhores práticas e padrões de ITIL.

OTRS::ITSM Change Builder Training

The OTRS::ITSM Change Builder training is led by one of our ITIL-certified consultants and designed to enable efficiency in creating, managing and supervising the upcoming process, service and infrastructure changes. This two-day training is targeted towards change builders who will ultimately share their knowledge throughout their organization.

Conteúdo

  • Designing and implementing simple and complex changes
  • Designing work orders and dependencies
  • Processing complex changes
  • Implementing custom reports and searches

Requisitos

  • Proficiency in using the ITSM Feature of
    OTRS highly recommended
  • Familiarity with the Best Practice
    Standards IT Infrastructure Library (ITIL)

Treinamento: Usuário Chave OTRS

Acelere os conhecimentos de utlizadores OTRS rapidamente com o Treinamento: Usuário Chave OTRS. Disponibilizamos aos agentes de serviço imensas utilidades e processos automatizados de modo a suportá-los em suas tarefas diárias. Este treinamento de um dia dá aos usuários as bases necessárias para compreender e utilizar o Software Help Desk OTRS.

Conteúdo

  • Fundamentos básicos de utilização OTRS (Filas, Agentes, Clientes, Tickets, Artigos, Proprietário/Responsável, Estado, Bloqueado/Desbloqueado, Prioridade, Escalamentos, Tipos de Tickets, Serviços e SLA’s
  • Introdução ao Frontend de Agente e Cliente, utilizando várias interfaces de Ticket
  • Ciclo de vida típico de tickets
  • Utilização de templates e módulos de texto automatizados
  • Deployment de módulos de texto e dados
  • Trabalho em filas e workflows
    Utilizando a base de conhecimento

Requisitos

  • Proficiência na utilização de navegadores web
  • Experiência de trabalho com clientes de e-mail (ex. MS Outlook, Gmail, Lotus Notes)


Preços

Cliente com contrato Usuário sem contrato
OTRS Administrator Training Basic: US$ 1,932 / 1,484 EUR (p.p.)
Professional: US$ 1,104 / 848 EUR (p.p.)
Enterprise: US$ 0 / 0 EUR (2 pers.)
US$ 2,760 / 2,120 EUR (p.p.)
OTRS Expert Training Sob pedido Sob pedido
OTRS Expert Training
Process Management
Sob pedido Sob pedido
OTRS::ITSM
Administrator Training
Basic: US$ 1,600 / 1.500 EUR (p.p.)
Professional: US$ 1,440 / 1.200 EUR (p.p.)
Enterprise: US$ 1,280 / 1.050 EUR (p.p.)
Change Builder Training Sob pedido Sob pedido
Treinamento: Usuário Chave OTRS Sob pedido Sob pedido

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